Complaints

This profile includes complaints for Cannon Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cannon Pools & Spas has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cannon Pools & Spas

  5210 West Taft Road North Syracuse, NY 13212

• 

  Cannon Pools & Spas

  1 Challenger Seven Dr Fulton, NY 13069

• 

  Cannon Pools & Spas

  5210 W Taft Rd North Syracuse, NY 13212

• 

  Cannon Pools & Spas

  3972 West Rd. Cortland, NY 13045

• 

  Cannon Pools & Spas

  1745 Clark St Auburn, NY 13021

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a inground pool from cannon pool and spa, the first year alone we had them out here 18 times to "repair" issues which led to them getting worse. The concrete is falling, the stairs are slanted back, the liner has so much air behind it and stretched, the pool needed more maintenance due to liner falling out of place which locked more air in the back, the diving board is broken from the jump, concrete cracking in the first year at vital spots, (by the stairs, by the railings, directly down the middle where they installed concrete studs for the pool cover, and many more IN THE FIRST YEAR) everytime we call they say yeah it's normal well "fix it" and it'll be fine, ww get attitude and then hung up on. I have customer experience in over 30 jobs. I know how you have to treat customers. I know it's a tough job but they are so rude to the point my wife will cry on the phone asking them to just come take a look and they say no send us a picture and hang up then just reply with "hat's normal " called again today and told them I'm done with it I want a lawyer involved because other company's have told us this job was a cheap and quick job, and there is issues with it but once we name drop cannon they back out of helping us. We're just tired of being screwed and disrespected when we spend so much with this company

  Business Response

  Date: 09/20/2024

  You called yesterday and just like usual, used demeaning language with our staff.  No one at Cannon Pools needs to be subjected to this.  The only service we will ever go back to do at your house is warranty work, and your phone call certainly did not fall into this category. No, we will not be bullied into another free service call.  You do not take care of your pool and as a result it turned green.  You decided a solution to this was to drain your pool, which is the worst thing you can do in Central NY with the  high water table (esp. in Brisdgeport).  So now the liner is detaching from the coping, there is ground water between the liner and the floor and walls because you took it upon yourself to drain your pool!  If you pre-pay $800 with a certified check or cash, we will come next week and fix your self-inflicted problem.

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannon pool and spa sold us a pool and some work for roughly 28,000 in about March 2021. Pool was put in late, rushed, they hired cheap contractors now our concrete is caving and dropping, the liner has air, the company has been out about 17 times for repairs and made it worse everytime. We have been called liars, told we beat up on the people, and given attitude. Originally working with V.P. of sales Mike D******, asked for his boss for over two months and got ignored then they gave us V.P of operations, which is his coworker. We had professional concrete person ***** ********* come and look and he said the concrete was ruined and giving out Jeff from cannon then told us to tell him to go **** himself. Multiple cannon associates walk in our backyard and start working with no notice that they are at our house. We are tired of them messing with us and telling us one thing then saying another we need help please.

  Business Response

  Date: 10/27/2022

  
  
    To whom it may concern,
  
    We have visited the ****** pool on numerous occasions to address
  concerns. Some had merit, some did not. The pool site is in a notoriously wet
  area of Bridgeport. The homeowner was informed, at the time of sale, that the
  area would need to be dry before installation would commence. The site was
  finally dry enough in mid-June. The pool was not “rushed”. We work quickly and
  efficiently.After the pool was constructed and,
  prior to the concrete surround being poured, ground water eroded a few spots in
  the pool floor. Once the concrete surround was in place, we resurfaced the
  eroded areas. Yes, this required multiple visits to the site. There was never a
  charge for this service that was a result of the underground water.
  

  The concrete around the pool is
  beautiful and will last for years. It was poured upon a base of compacted stone
  as we have done for thousands of pools prior to this one.
  The “air” behind the liner is a function
  of the pool shape (Jewel). Jewel shaped pools have a “V” shaped transition
  between facets. The liner “bridges” that transition. This is completely normal.
  

  At the time of this complaint we are
  aware of just one remaining issue. A metal termination had come off of one of
  the safety cover straps during shipment. We will, of course, call to schedule
  the replacement of this ornamental piece.
  This is a beautiful pool, properly
  constructed to last for many years. We would suggest the ****** family enjoy
  the beautiful addition to their yard.  Should warranty issues arise in the future, we will address them in a
  timely manner, with a smile.
  

  Sincerely,
  Cannon Pools